Senior Quality Auditor

About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India, and Mexico. Our 'right shore' delivery model offers solutions covering the complete customer lifecycle across Healthcare, Telecommunications and media, and Banking, Financial Services, and insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies

Job Title: Senior Quality Auditor

Job Type: Full Time

Grade: F2

Function/Department: Service Quality - Capability Development

Reporting to: Assistant Manager- Service Quality - Capability Development

Pay Range: TBD

Role Description: As the Senior Quality Auditor, you will be responsible for leading initiatives aimed at improving service quality, ensuring consistent customer satisfaction, and enhancing the capabilities of our workforce. This role is pivotal in driving a culture of continuous improvement and excellence.

Roles & Responsibilities

• Perform analysis of auditor trends by reviewing the MTD trends and individual time/audits report tabs
• Review and provide feedback on new job aids/SOPs when shared. Feedback should be provided within 24 hrs of receipt
• Perform audits on the auditors. Share findings during 1:1s and store for annual performance review reference
• Participate in client calls to share trends, wins, risks and escalations
• Support review and determinations for Level 1 Disputes. Provide education to the auditor when a dispute results in an overturn.
• Attend ops huddles to gain insight into updates and support questions for CapDev as needed
• Meet with direct reports to discover what's working, what's not, how you can support. Schedule skip levels with indirect reports
• Offer ongoing coaching and feedback to help cap dev colleagues improve their skills and knowledge and provide assistance with any challenges they may be facing.
• Review Prohance for results and meet with colleagues who have time gaps

• Guarantee adherence to service standards throughout various projects.
• Ensure that all clients actively participate in the Client Satisfaction Survey.
• Compile and analyse customer feedback and experience surveys.
• Enforce the use of defined technology for recording documents and addressing complaints and non-conformities.
• Daily review and dissemination of procedural updates received from clients to the floor through agreed-upon channels with operational teams.
• Collaborate closely with process excellence teams to initiate and implement improvement initiatives within the program.
• Conduct regular calibration sessions across the team, with clients, training, and operations, and produce comprehensive reports while addressing unacceptable variations.
• Efficiently coordinate and track serious process defects, ensuring corrective actions are promptly taken on the floor.

Expected/Key Results

• Ensure strict adherence to established quality standards
• Comply with defined Service Level Agreements (SLAs) consistently
• Minimize variance levels across all categories of calls
• Enhance process improvements for existing processes
• Continuously track and disseminate essential quality metrics

Preferred Educational Qualification

High school diploma or equivalent

Preferred Work Experience

• Proven experience in service quality improvement, capability development, or a related role

Competencies & Skills

• Strong understanding of performance metrics and key performance indicators
• Excellent leadership and team management skills
• Effective communication and interpersonal abilities
• Analytical mindset with the ability to make data-driven decisions

Firstsource is an Equal Employment Opportunity employer. All employment decisions are based on valid job requirements, without regard to race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected under federal, state or local law.

Firstsource also takes Affirmative Action to ensure that minority group individuals, females, protected veterans, and qualified disabled persons are introduced into our workforce and considered for employment and advancement opportunities.